With EzyTouch, the auto attendant is perfect for greeting all incoming calls in a professional manner and then transferring them to the extension of their choice. Automating the process of answering calls has several benefits.
∙
Reduces overhead by automating the repetitive portion of a receptionist’s duty
∙
Calls will be answered in the same consistent manner your clients expect, no matter how busy your staff is
Skills Based Routing
∙
EzyTouch uses skills based routing to match agent’s skills set to the needs of different callers – in this way, agents handle the inquiries they are most equipped to deal with via an algorithm-based call distribution.
∙
Routes customer calls to the right agent every time
∙
Calls are answered by the most qualified agent available
∙
Calls are distributed efficiently amongst all agents
∙
Maximise labour efficiency and minimize operating costs
Agent Desktop
∙
Agent Desktop allows for the viewing of real-time information on queue and
agent performance. This information can also be distributed to as many PCs
on the LAN as desired, ensuring that agents have the tools to make the right
decisions at the right time.
∙
Call management and telephone control
∙
Via a graphical user interface
∙
Real time visibility of queuing and agent activity
∙
Informative screen pops - as calls are delivered
Supervisor Desktop
∙
With EzyTouch Supervisor Desktop, supervisors will always have a current picture of
the activity within the contact center: queue status, service level, abandonment rates
and traffic volumes. They can also monitor contact center service levels and react
immediately when there are issues.
∙
Monitor the status of every local and remote agent in real-time over the
LAN or WAN
∙
Adjust agent skills on the fly, e.g., during run time, supervisors can
change the SBR for agents when necessary
Voice Logger
∙
EzyTouch Voice Logger can be configured to record ‘every call’ that comes through your contact center, guaranteeing your protection every time your agent attends to a call. Voice Logger detailed reports will let you know the date, time, duration, Caller ID (ANI) and number dialed (DNIS).
∙
Live monitoring of your agent’s performance
∙
Improve agent’s performance
∙
Enhances customer service
∙
Maximise financial returns from proactive marketing campaigns
Outbound Campaign Manager
∙
EzyTouch Outbound Campaign Manager addresses the urgent needs of companies that undertake proactive customer contact, extensive telemarketing, collections campaigns or bill payment notifications. In order to achieve this, companies require tools that enable agents to spend more time and focus on talking to customers and less time on non-revenue generating activities. With EzyTouch, you can:
∙
Build goal-oriented outbound campaigns targeting distinct customer groups
∙
Leverage on real-time data to increase the hit ratio of marketing campaigns
